Relationships between Consumer Orientation and Employee Satisfaction in Public Services
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
The government organization has started to focus more on its citizens and public service to respond to environmental changes. Most government organizations however have much difficulty in making themselves more customer-friendly than their private-sector counterparts. To improve the quality of public service provided by the government, this study proposes an information system for improving the public service process based on customer indices. The system makes use of marketing survey data from civil panels and calculates several types of indices to identify key processes and build customer retention and maturity strategies. We present a practical application of the information system and summarize its benefits as follows: saving time and money in conducting surveys, better understanding of organizational processes based on various surveys, and visualizing customer indices relationships to enhance the quality of internal and external public services.
Abstract
The government organization has started to focus more on its citizens and public service to respond to environmental changes. Most government organizations however have much difficulty in making themselves more customer-friendly than their private-sector counterparts. To improve the quality of public service provided by the government, this study proposes an information system for improving the public service process based on customer indices. The system makes use of marketing survey data from civil panels and calculates several types of indices to identify key processes and build customer retention and maturity strategies. We present a practical application of the information system and summarize its benefits as follows: saving time and money in conducting surveys, better understanding of organizational processes based on various surveys, and visualizing customer indices relationships to enhance the quality of internal and external public services.
참고문헌 (33)
- "Customer Relationship Management – A blueprint for Government" (2001)[URL]
- Anderson, E.W., "The antecedents and consequences of customer satisfaction for firms", Marketing Science, 12(2), pp.125~143 (1993)
- Andersen, K. V., "E-government and public sector process rebuilding: Dilettantes, Wheel Barrows, and Diamonds" (2004), Kluwer Academic Publishers
- Bae, S. M., "A Web-based system for analyzing the voices of call center customers in the service industry", Expert Systems with Applications, 28(1), pp.29~41 (2005)
- Beazley, H., "Continuity Management: Preserving Corporate Management and Productivity When Employees Leave" (2002), John Wiley and Sons
- Chen, C. K., "A customer-oriented service-enhancement system(COSES)for the public sector", Managing Service Quality, 14(5), pp.414~425 (2004)
- Chesbrough, H., "Toward a science of services", Harvard Business Review, 83, pp.16~17 (2005)
- "Contact center employee satisfaction & customer satisfaction link" (2005)[URL]
- Dias, G.P., "A simple model and a distributed architecture for realizing one-stop e-government", Electronic Commerce Research and Applications, 6(1), pp.81~90 (2007)
- Fountain, J. E., "Paradoxes of public sector customer service", Governance, 14(1), pp.55~73 (2001)
- Giannoccaro, R., "Measuring citizen satisfaction with aspects of public services from a local authority and determining their importance : A case study", Public Organization Review, 8(1), pp.1~15 (2008)
- Greasley, A., "Using process mapping and business process simulation to support a process-based approach to change in a public sector organization", Technovation, 26(1), pp.95~103 (2006)
- Greenberg, P., "CRM at the speed of light: Essential strategies for the 21st century" (2004), McGraw-Hill
- Gremler, D. D., "The internal service encounter", Logistics Information Management, 8(4), pp.28~34 (1995)
- Ha, S.H., "Customer service quality improvement in the public sector through the Internet", Total Quality Management & Business Excellence, 21(11), pp.1161~1176 (2010)
- Hartline, M. D., "Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees", Journal of Marketing, 64(2), pp.35~50 (2000)
- Hsieh, A. -T., "Job standardization and service quality: a closer look at the application of total quality management to the public sector", Total Quality Management, 13(7), pp.899~912 (2002)
- Janssen, M., "A survey of Web-based business models for e-government in the Netherlands", Government Information Quarterly, 25(2), pp.202~220 (2008)
- Jian, B.C., "A study of customer-oriented service culture–concepts and approaches", Research Development and Evaluation, 26(5), pp.93~101 (2002)
- Johnson, C. L., "A framework for pricing government e-services", Electronic Commerce Research and Applications, 6(4), pp.484~489 (2007)
- Kaliontzoglou, A., "A secure e-Government platform architecture for small to medium sized public organizations", Electronic Commerce Research and Applications, 4(2), pp.174~186 (2005)
- King, S. F., "Citizens as customers : Exploring the future of CRM in UK local government", Government Information Quarterly, 24(1), pp.47~63 (2007)
- Korunka, C., "Customer orientation among employees in public administration : A transnational, longitudinal study", Applied Ergonomics, 38(3), pp.307~315 (2007)
- Kotler, P., "Marketing management" (2008), Prentice-Hall
- Kumar, V., "Essentials of marketing research" (2002), Wiley
- McFadyen, K., "Measuring service quality in a corporatised public sector environment", Journal of Nonprofit & Public Sector Marketing, 9(3), pp.35~51 (2001)
- Noblet, A., "Which work characteristics predict employee outcomes for the public-sector employee? An examination of generic and occupation-specific characteristics", International Journal of Human Resource Management, 16(8), pp.1415~1430 (2005)
- O’Riordan, J., "Developing an effective Internal Customer Service ethos" (2003), Institute of Public Administration
- Slack, N., "Operations Management" (2001), Prentice-Hall
- Taveira, A. D., "Quality management and the work environment: an empirical investigation in a public sector organization", Applied Ergonomics, 34(4), pp.281~291 (2003)
- Vassilakisa, C., "A knowledge-based approach for developing multi-channel e-government services", Electronic Commerce Research and Applications, 6(1), pp.113~124 (2007)
- Vilares, M.J., "The employee- customer satisfaction chain in the ECSI model", European Journal of Marketing, 37(11, pp.12) (2003), 1703~1722
- Woo, J. Y., "Visualization method for customer targeting using customer map", Expert Systems with Applications, 28(4), pp.763~772 (2005)